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Salesforce ADM-261 Exam Sample Questions


Question # 1

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?
A. Prioritize the requirements based on who submitted them.
B. Identify the requirements needed for initial GoLive.
C. Provide a timeline that addresses all the requirements.
D. Organize the requirements from largest to smallest.


B. Identify the requirements needed for initial GoLive.




Question # 2

Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?
A. Articles appearing in the Knowledge sidebar
B. Products and assets associated to the case
C. Knowledge articles attached to the case
D. Contract details related to the entitlement


C. Knowledge articles attached to the case




Question # 3

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials


B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded




Question # 4

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
A. Service Console Knowledge Components
B. Service Console Profile Assignments
C. Data Categories and Article Actions
D. Data Categories and Article Types


A. Service Console Knowledge Components
D. Data Categories and Article Types




Question # 5

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.


A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.



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